BU Escalation Engineer

  • Location:
    Bangalore, Karnataka, India
  • Area of Interest
    Engineer - Software
  • Job Type
  • Technology Interest
    Networking, Software Development, Testing
  • Job Id

What You'll Do

·       As an ISE Escalation engineer, you will be handling customer escalations from TAC and escalate product defects into the ISE development team.

·       Work involves being able to lead, troubleshoot, debug, reproduce, escalate and document in different areas of Identity Services Engine including Dot1x, SSL security protocols, Java, Database debugging and performance monitoring.

·       You will become intimately familiar with customer deployment scenarios and will work to assess, troubleshoot reproduce and provide quick resolution to complex customer issues.

·       You will spearhead customer success and provide the voice of the customer back to the development team to drive product and customer sat improvements.

·       You will provide feedback to ISE engineering team thereby contribute in building a superior product. You will collaborate with different engineering teams to address solution level issues and thereby drive customer success.

·       You will help the Escalation team to expand product and troubleshooting knowledge by keeping abreast with the latest developments. Help the department to retain this knowledge through systematic archival of relevant documentation. Focus on debug automation to provide sufficient coverage and keep it current with ongoing releases.

·       Increase test efficiency and effectiveness through review of customer found issues and application of appropriate test approach, technology, tools, and innovation.


Who You'll Work With

You will be part of Enterprise Networking Group (ENG) and working as BU Escalation engineer focusing on Pioneer award winning Identity Services Engine (ISE). ISE architecture is distributed system with highly scalable architecture, provides centralized AAA access control (Radius/Tacacs), endpoint security, policy enforcement and remediation, controlled guest access, as well as BYOD. ISE Escalation team is a global team covering all time zones. Being part of ISE Escalation Bangalore team you will interact with local and remote engineering and marketing teams to resolve issues and collaboratively improve the customer success. You will establish strong working relationships with the TAC and the ISE engineering while working on high visibility escalated issues.

Who You Are

The ideal candidate possesses broad knowledge of many different technologies, as well as a total system perspective and a working knowledge of how networking devices interoperate.

Candidate should have strong background in Network Security domain within either of SW development, application debugging, network troubleshooting, or database administration with ability to apply extensive experience as a networking generalist or specialist.

Solves complex problems at the system level.



·       Background in Sw development, or product testing or customer support, or database administration on security and networking technologies.

·       Excellent Network security (Identity) skills with focus on AAA, Radius protocols, Guest management, BYOD etc.

·       Hands on knowledge on Java/C based SDLC is preferable

·       Superior skills in localizing problem areas and solving system wide problem.

·       Experience in setting up, and configuring network deployments.

·       Experience with network analysers and network troubleshooting tools

·       Experience with AAA protocols, and several LAN/WAN and network layer protocols.

·       Server operating system experience working with Linux, Windows, MAC, VMWare

·       Strong analytical and end-to-end problem solving skills

·       Excellent verbal and written communication skills

·       Ability to multi-task and prioritize with a strong sense of getting to closure

·       Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.

·       Determines own methods on issue resolution.

·       Uses judgment to solve problems where protocol might not exist.

Additional skills preferred:

·       AAA Dot1x Protocols (EAP)

·       Oracle Database Administration

·       Java/Application Debugging

Experience & Education:

Bachelor degree in CS or EE plus 4+ years related experience, or a MSEE/CS combined with 1-2 years of related experience.


Why Cisco:

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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